Shipping policy

ALL SHIPPING TIMES ARE ESTIMATES ONLY.

SHIPPING DEPARTMENT BUSINESS HOURS: Our factory and shipping department is open Monday through to Friday 9am to 5pm. All orders are freshly prepared in batches. Orders are processed within 1-3 business days, please allow for this time.

SHIPPING CARRIERS: We currently ship via Australia Post. Shipping method can be selected at the end of the checkout process. Shipping fees are calculated according to destination and shipping requests. We offer both express and standard shipping options.

UNDELIVERABLE ORDERS: In the event your order is returned to our warehouse as undelivered, unclaimed or refused, our staff will contact you via phone or email to try and correct the problem. If it is a mistake in the way the address was entered will be required to pay additional shipping costs for the returned and resent goods. If the package is returned after a 2nd attempt, you may be asked to use a different shipping address.

DELAYS & STOLEN ITEMS: The Chilli Factory is not responsible for unforeseen delays due to the Australian Postal System, nor are we responsible for lost, stolen or damaged items once delivered. Once items have been scanned as delivered to the customer’s address, it is up to the customer to claim any missing, stolen or damaged items with Australia Post.

We send all orders out with “signature required”. If undelivered, or someone isn’t home to receive the package, it will be taken to your nearest post office awaiting your collection. If not collected in 1 business day as it is a perishable item we cannot be responsible for any damages or issues with the products. If the package is not collected within 3-7 days it may be sent back to us. If we are to resend the package it will be re-sent at the customers expense. We will investigate if the product is still edible as this may incur extra fees to replace said products.

If you select the “safe drop” option after an order has been sent out it now becomes your responsibility for the package once left at your premises. If the item is damaged or stolen it can’t be refunded or replaced. This is because we can’t guarantee the delivery drivers will follow the specific instructions of leaving the package, and we can’t judge whether it is a “safe place” to leave the package. Please select this option at your own risk.

SHIPPING TIME: All orders are dispatched within 1-3 business days (orders are sent Monday to Friday), and once an order is completed it will take generally 5-7 business days to reach it’s destination via Australian standard post. If choosing the express post option this should arrive within 1-3 days after an order has been processed. At times of high order traffic there may be a delay in processing or shipping.

Parcels that are unable to be delivered and are taken back to a Post Office by Australia Post must be collected within 2 days from the Awaiting Collection scan on tracking.

PUBLIC HOLIDAYS: Please note shipping time may increase due to public holidays. All orders will be processed as quickly as possible. Please get in touch if you have any queries.

PO BOX DELIVERIES: If the order is being sent to a PO BOX and is not collected within 1-3 days within delivery we cannot provide any replacements for any items that are compromised due to inefficient storage situation and conditions.